Client Responsiveness Manager at International Rescue Committee

Job Overview/Summary:

• The Clients’ Responsiveness and Accountability (CRA) Manager reports to the MEAL Coordinator in the Kenya country program and will be responsible for ensuring that feedback of clients is collected, recorded, and responded to in timely manner through a robust and contextually appropriate system of feedback mechanisms. They will ensure that Client Responsiveness in all phases of projects align with IRC global initiatives and commitments while ensuring strong coordination with colleagues at the field locations and country office. The CRA Manager will be responsible for providing hands-on support in conducting assessments for designing and selection of feedback channels, prepare and implement proactive and reactive feedback channels plans and ensure that client feedback (overall/as a trend) is taken into account during the program design phase, mid-term and end-line evaluation. They will be responsible to ensure that IRC clients are regularly consulted and informed about available feedback channels.

Major Responsibilities:

Clients Responsiveness (CR):

• The CRA Manager is responsible for supporting the MEAL Coordinator with all aspects of designing, planning, and implementing the CR strategy and mechanism throughout the country program – including Client Responsiveness guidelines, global commitments on accountability to affected population (AAP) and participation revolution, strategic action plan of the Kenya country program and agreed standards.
• The CRA Manager will design and develop core processes and standard operating procedures (SOPs) for the feedback, reporting, and complaints mechanism, including designing and selection of feedback channels and Do No Harm in project areas.
• Train all country staff in accountability principles and practices
• Lead on coordination and liaison with program and support unit staff to ensure successful implementation and compliance with the client responsiveness and accountability strategy and mechanism.
• Ensure robust clients’ feedback mechanisms are in-place to encourage the communities to share their feedback and concerns.
• Develop context specific clients’ feedback channels plans (proactive and reactive) for projects as well as providing technical support and guidance on implementation of the different clients’ feedback channels plans in all projects.
• Regularly review and update clients’ feedback channels plans with changing context and situation.
• Communicate the trends in feedback to the MEAL Coordinator, DDGA, DDP, and Technical Coordinators to ensure that the feedback is reported and taken into consideration during the program design phase.
• Present statistics on feedback received and feedback content in clear formats to highlight feedback trends to the program team, as well as synthesize qualitative feedback in ways which provide the detail that the program team will need to design an appropriate response.

Data Usage for Action

• Ensure Clients feedback data and its analysis is available for senior management, while considering the confidentiality and clients’ protection.
• Ensure that programs adopt and align with CR standards and tools at design, startup, implementation, and close out of projects.
• Ensure regular flow of Client Responsiveness data from field to country MEAL, analyze and interpret the data to help program management in taking informed decisions.
• Help the programs in assessing the performance at against CR commitments.
• Produce and submit high quality reports on client responsiveness within the agreed timelines clearly demonstrating trends and key lessons learnt.
• Lead documentation and sharing of knowledge and emerging practices on CR internally and externally with the wider stakeholder audience.
• Participate in program coordination meeting and progress against activities and budget.

Management and Coordination

• Provide oversight of CR activities, team building and the creation of external partnerships
• Responsible for developing work plans as envisaged in the project proposal.
• Facilitate and document regular meetings between partner’s MEAL staff and other collaborators to be responsible for, and discuss project progress, client’s feedback.

Key Working Relationships:

Position Reports to: MEAL Coordinator

Position Directly Supervises: Client Responsiveness and Accountability Officer

Minimum Qualifications:

• Bachelor degree in Statistics, Social Sciences, Development Studies, Project Management or in any other relevant field. A masters’ degree in any relevant field is an added advantage.
• 4-5 years of consistent proven and successful experience of monitoring, evaluation, accountability, and learning – specific experience in feedback management will be added advantage.
• Demonstrated understanding of project management in a similar role/with similar responsibilities in a multi-sectoral and multi-donor environment.
• Good written and spoken English,
• Strong team management experience with sound capacities to work in a diversified team.
• Willingness to work under pressure and stressful situations without minimal supervision and without compromising on target dates or quality.
• Values diversity, sees it as a source of competitive strength.
• Good communication, presentation, and interpersonal skills.
• Excellent computer skills and competency in Word, Excel, PowerPoint, Kobo Toolbox, CommCare.
• Willingness to travel to field sites under demanding conditions.